Wifi/broadband connection issues

[GF21]

Ive tested the wifi and broadband via the My Sky app and it claims all is good. However, i am unavle to do work zoom/teams calls as the video keeps dropping out. My IT department have tested my computer and there is nothing wrong with it. This is a relatively new issue for the last month or so. It has left me unable to work from home. Please advise 

[Highlinder · Accepted solution]

@GF21  When you ran the service checker did you also click on broadband to run that test also?

[GF21]

Hi there. Yes indeed i did and that was checked as "good" also

[Highlinder]

@GF21  Black or white router from Sky?

[Mercurio]

I am having the same issue as the original poster and have even purchased a new laptop as I had tried all the usual things the internet and sky were telling me to try, but the same thing is happening on this new laptop.

When using ethernet cable is plugged in everything works fine but the ethernet cable is in my husbands office not mine, so I am fully reliant on the Wifi.

We are on the Superfast package, and we have a black router - which I am wondering is whether the router is the issue as its quite old now maybe?

I have the serial number of the router if that is helpful at all.

I cannot see how this thread was resolved so any help would be much appreciated please.

Thanks

[Kimmac1]

Same issues here!  Has been fine for 1 month since changing from BT now phones, and laptops cannot connect to WiFi!  Sky promised a good service which this is NOT!!!

[i+quiroga]

I ran the broadband checker and its said there was a problem. then does a line check s says no problem. The phone is unusable due to noise and the broadband connection keeps going down.

now that sky say all is fine where do i go next.

c

[JClifford82]

Can someone post the number on here to call from a landline.  I got rid of BT and it was the worst decision.  I work from home 3 days a week everything is so slow.  Even sitting next to the router doesnt help.  Wifi on the phones is always bad and takes so long.  Ijust need to get an engineer round to tell me whats wrong.  I have a wifi extender at the bottom of the stairs (im literally right at the top of the stairs in the office) and its just an awful connection.  When i run tests it tells me everything is great and perfect and i can promise you its not.  Any help greatly appreciated 🙂

[Purjam]

Yep. Checked both 

[Kavana1]

Broken 

[Chrisee]

@Kavana1 if you wantbhelp you would have to give more than one word.

[5franks]

I've done all that reset switch the router off done everything this is not the first time this has happened last time there was an issue at the main box. There's a problem on my line somewhere probably at the main box again

[Obelisk]

I have a similar issue. Work calls frequently freeze and I need to drop and re-join. Never happen on BT copper . I thought moving to Sky fibre would be an improvement but it's actually worse. I don't see any answers on the thread, just a growing list of people with the same issue!

[Marie114]

I am having issues connecting to internet. On my open reach box the middle light is red. Tried switching on and off but nothing helping. 

[Highlinder]

@Marie114 Can you please run the service checker, this can be done either via the Sky app on mobile data or use the link below.
https://www.sky.com/help/diagnostics/sky-broadband-diagnostic/sky-broadband-diagnostic

If it finds an external fault it should enable you to book an engineer.


After the service checker completes and if it comes back green all good can you click on broadband to run an updated test please. If you get amber or red please follow the on screen instructions.